RawSugar

Senior Manager, Customer Experience

2005-2007

Developed RawSugar plugins and tools for WordPress, MovableType and Blogger

Wrote all website text including company blog, online help and forums

Maintained online community software (blog and forums)

Sun Microsystems

Product Manager, iPlanet Application Servers

1999-2001

Managed the definition and delivery of iAS 6.0 and follow-on service packs as well as several customer beta programs, Netscape 4.0 and NetDynamics 5.0.2 and follow-on service packs plus the iAS Migration Toolbox

Worked with product marketing to prepare whitepapers, data sheets and other collateral

Engaged the customer team through sales kickoffs, email newsletters and technical FAQs

Collaborated with professional services, support, and education groups to create complete customer solutions

Presented frequently to customers, sales team and executive management

Sun Microsystems

Technical Support Manager, NetDynamics Application Server

1998-1999

Managed the NetDynamics support delivery team--up to 11 support engineers, three escalation engineers, and a premier accounts manager

Handled average monthly team caseload of 550 calls and 25 escalations

Reduced average time to close by 33%, from 5.25 days to 3.5 days

Recruited and trained six support engineers and one escalation manager, promoted four interns to staff

NetDynamics (acquired by Sun Microsystems)

Technical Writer/Escalation Manager, NetDynamics Application Server

1997-1998

Redeveloped the NetDynamics support website with significant additional material including a monthly newsletter and technical articles

Authored two volumes of the NetDynamics 4.0 product documentation while on loan to the Engineering staff

Developed the Technotes, a set of over 200 online technical articles and code samples, one of the first web-based, dynamic technical FAQs